📌 Core Information
🔹 Job Title: Customer Growth Manager (EMEA)
🔹 Company: Immutable
🔹 Location: Dubai, EMEA
🔹 Job Type: Full Time Permanent
🔹 Category: Software Development
🔹 Date Posted: 2025-07-07
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid (3 days in-office)
🚀 Job Overview
Key aspects of this role include:
- Driving high-value adoption and long-term engagement for B2B customers post-sale
- Maximizing customer retention and increasing revenue through upsell and cross-sell strategies
- Building tailored delivery plans and coordinating cross-functionally for impactful execution
- Identifying new commercial opportunities and proactively shaping product iteration and go-to-market alignment
- Managing executive-level relationships and representing Immutable in strategic customer meetings and events
ASSUMPTION: This role requires a strong focus on customer success and strategic account management, with a proven track record in driving revenue growth and customer retention.
📋 Key Responsibilities
✅ Own and grow a portfolio of B2B customer relationships post-sale, driving high-value adoption and long-term engagement
✅ Execute strategies to maximise customer retention and increase revenue via upsell and cross-sell of Immutable growth products
✅ Build tailored delivery plans with customers, coordinating with Delivery Leads and specialists to ensure timely and impactful execution
✅ Identify new commercial opportunities within accounts and proactively shape product iteration and go-to-market alignment
✅ Monitor account health and continuously optimise the customer journey to unlock lifetime value
✅ Manage executive-level relationships, especially during the first 3–12 months of onboarding
✅ Represent Immutable in strategic customer meetings and occasionally at events in-market
ASSUMPTION: This role involves a high degree of strategic thinking, problem-solving, and cross-functional collaboration to drive customer success and commercial impact.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Marketing, or a related field
Experience: 3-6 years of experience in a high-performance environment such as consulting, banking, or a fast-growing startup
Required Skills:
- Proven track record of managing post-sale B2B relationships and owning or materially influencing revenue targets
- Direct experience in account management, customer success, or strategic partnerships—especially within B2B SaaS or tech-enabled services
- Demonstrated ability to solve complex and novel challenges in ambiguous environments
- Strong bias to action, moving quickly to create impact and drive meaningful value for customers
- Deep passion for gaming and a curiosity for web3—this role will interface closely with game teams and game loops
- Experience working with developers or technical product users; empathy for their needs is key
- Outstanding interpersonal and communication skills with executive stakeholders—comfortable operating async and live
- Experience using CRM tools (e.g. HubSpot, Salesforce) and making data-informed decisions
Preferred Skills:
- A passion for gaming and/or web3
ASSUMPTION: Candidates with a strong background in customer success, account management, or strategic partnerships within B2B SaaS or tech-enabled services are most likely to succeed in this role.
💰 Compensation & Benefits
Salary Range: AUD $120,000 - $160,000 per annum (based on experience and location)
Benefits:
- Global competitive salaries and contributions
- Employee Stock Options
- Flexible working model (3 days in-office, remote otherwise)
- Work From Home allowance ($500 USD)
- Internet and phone allowance ($600 USD per annum)
- Growth and development allowance ($1,350 USD per annum)
- Free online courses via Udemy
- Health and wellbeing allowance ($800 USD per year)
- Unlimited counselling access through EAP Service
- Monthly subsidy and discounted rate with ClassPass, including a 1-year free membership to Breethe
- Paid leave for new parents (12 weeks for all parents, additional 6 weeks for birthing parent)
- Additional paid annual leave days (2 days at the end of the year and a paid day off for birthday)
Working Hours: 40 hours per week, with flexible working hours and remote work options
ASSUMPTION: The salary range provided is an estimate based on market research and comparable roles in the region. The benefits listed are subject to change and may vary based on the employee's location and role.
📌 Applicant Insights
🔍 Company Context
Industry: Immutable is a global technology company powering the leading platform for building games on Ethereum and a global leader in web3 game development and publishing.
Company Size: Immutable has 201-500 employees, providing a mid-sized company environment with opportunities for growth and impact.
Founded: Immutable was founded in 2018, making it a relatively young and fast-growing company.
Company Description:
- Immutable is on a mission to build the future of gaming by redefining how games are played and discovered.
- The company consists of the Immutable Platform and Immutable Games, with leading titles like Gods Unchained and Guild of Guardians.
- Immutable aims to make digital worlds real and has ambitious growth plans, with 250+ games signed in 2024.
Company Specialties:
- Web3 gaming
- Ethereum-based game development
- Blockchain technology
- Game publishing
Company Website: immutable.com
ASSUMPTION: Immutable's focus on web3 gaming and blockchain technology makes it an innovative and dynamic place to work, with a strong emphasis on growth and innovation.
📊 Role Analysis
Career Level: This role is suitable for mid-career professionals with 3-6 years of experience in a high-performance environment.
Reporting Structure: The Customer Growth Manager will report directly to the Head of Customer Experience & Revenue and work closely with cross-functional teams, including Delivery Leads and specialists.
Work Arrangement: This role follows a hybrid work arrangement, with employees working from the office three days a week and remotely the rest of the time.
Growth Opportunities:
- As Immutable continues to grow, there will be opportunities for career progression within the Customer Experience & Revenue team or other departments.
- This role provides exposure to various aspects of the business, allowing for the development of a broad skill set and understanding of the company's operations.
- Immutable offers learning and development opportunities, including a growth and development allowance and access to free online courses via Udemy.
ASSUMPTION: This role offers significant growth potential, both in terms of career progression and the development of new skills and knowledge.
🌍 Location & Work Environment
Office Type: Immutable's Dubai office is a modern, collaborative workspace designed to foster innovation and creativity.
Office Location(s): Dubai, United Arab Emirates
Geographic Context:
- Dubai is a major global hub for technology and innovation, providing ample opportunities for networking and professional growth.
- The city offers a multicultural environment, with a diverse range of dining, entertainment, and cultural experiences.
- Dubai has a hot desert climate, with mild winters and very hot summers.
Work Schedule: Employees work 40 hours per week, with flexible working hours and remote work options.
ASSUMPTION: Dubai provides a vibrant and dynamic work environment, with a strong focus on technology, innovation, and growth.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- In-depth interview with the hiring manager and team members
- Final interview with the Head of Customer Experience & Revenue
Key Assessment Areas:
- Customer success and account management skills
- Strategic thinking and problem-solving abilities
- Communication and interpersonal skills
- Passion for gaming and curiosity for web3
- Technical empathy and understanding of game loops
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
- Demonstrate your passion for gaming and understanding of web3 in your application materials.
- Prepare for behavioral and situational interview questions that focus on your customer success and account management experience.
ATS Keywords: Customer Success, Account Management, B2B Relationships, Revenue Growth, Strategic Partnerships, Problem Solving, Communication Skills, Technical Empathy, CRM Tools, Gaming Passion, Web3 Curiosity
ASSUMPTION: Immutable's interview process is designed to assess candidates' skills and cultural fit, with a focus on customer success, strategic thinking, and communication abilities.
🛠️ Tools & Technologies
- CRM tools (e.g. HubSpot, Salesforce)
- Project management tools (e.g. Asana, Trello)
- Communication and collaboration tools (e.g. Slack, Microsoft Teams)
ASSUMPTION: The tools and technologies required for this role are standard for customer success and account management positions within B2B SaaS or tech-enabled services.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Innovative
- Collaborative
- Ambitious
- Inclusive
Work Style:
- Strategic and proactive
- Collaborative and team-oriented
- Adaptable and resilient
- Data-driven and analytical
- Customer-focused and empathetic
Self-Assessment Questions:
- Do I have a proven track record of driving customer success and revenue growth in a B2B environment?
- Am I passionate about gaming and curious about web3?
- Do I thrive in a dynamic, fast-paced work environment?
- Am I comfortable working with executive-level stakeholders and managing complex relationships?
- Do I have strong interpersonal and communication skills, with the ability to operate async and live?
ASSUMPTION: Immutable values a customer-centric, innovative, and collaborative work environment, with a strong emphasis on growth, ambition, and inclusion.
⚠️ Potential Challenges
- Managing executive-level relationships and navigating complex customer dynamics
- Operating in a fast-paced, high-growth environment with evolving priorities and goals
- Balancing strategic thinking and execution with day-to-day tactical tasks
- Adapting to a hybrid work arrangement and managing remote team members
- Working with customers in different time zones and cultures
ASSUMPTION: This role presents unique challenges and opportunities, requiring a strong focus on customer success, strategic thinking, and adaptability.
📈 Similar Roles Comparison
- Customer Success Manager (B2B SaaS)
- Focuses on driving customer retention and expansion within a SaaS environment
- May have less exposure to executive-level stakeholders and strategic partnerships
- Strategic Account Manager (B2B Tech)
- Focuses on managing key customer relationships and driving revenue growth within a tech-enabled services environment
- May have less exposure to customer success and retention strategies
- Customer Growth Manager (EMEA) (Immutable)
- Combines customer success, strategic account management, and revenue growth strategies within a web3 gaming environment
- Requires a strong focus on gaming passion, web3 curiosity, and technical empathy
ASSUMPTION: This role is unique to Immutable, combining aspects of customer success, strategic account management, and revenue growth within the web3 gaming industry.
📝 Sample Projects
- Developing and executing a customer onboarding plan for a high-potential game studio
- Identifying and pursuing upsell opportunities within an existing customer portfolio
- Collaborating with product and engineering teams to shape the go-to-market strategy for a new growth product
ASSUMPTION: These sample projects illustrate the strategic and collaborative nature of the Customer Growth Manager role at Immutable.
❓ Key Questions to Ask During Interview
- Can you describe the typical customer journey for a game studio building on Immutable's platform?
- How does the Customer Experience & Revenue team collaborate with other departments, such as Delivery and Product, to drive customer success?
- What are the most challenging aspects of managing executive-level relationships within this role?
- How does Immutable support the growth and development of its employees, particularly in this role?
- What are the key priorities for this role in the first 30, 60, and 90 days?
ASSUMPTION: These interview questions are designed to provide insight into the day-to-day responsibilities, team dynamics, and growth opportunities within this role.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on customer success, strategic thinking, and gaming passion.
- Prepare for behavioral and situational interview questions that focus on your customer success and account management experience.
- If selected for an interview, be ready to discuss your approach to customer success, strategic thinking, and collaboration in a dynamic, fast-paced environment.
- Follow up with the hiring manager one week after submitting your application, inquiring about the status of your application and expressing your continued interest in the role.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
